Frequently Asked Questions

How to Buy Tickets

Can I buy tickets without registration?

You cannot buy tickets through www.ticketpop.com unless you are a registered member. If you do not register, you may purchase tickets through any other sales channel available, which may include our outlets, the Call Center, or the venue box office.

Can I select a specific seat?

Ticketpop automatically selects the best available seats at the moment the purchase is made. If you would like specific seats, contact a Service Representatives at our Call Center at (787) 294-0001 or free of charge 1-866-994-0001, then press #4. Only Service Representatives at our Call Center have access to specific seat selection upon availability. To pay for tickets over the telephone, you may use your Visa, MasterCard, American Express or Discover.

Can I reserve seat through Ticketpop?

You can not make seat reservations through Ticketpop. You must buy the tickets to secure your seat(s).

How can I select ticket price and section?

Click the event you are interested and read the details regarding prices, age restrictions, senior discounts (if available), handicapped information, etc. When you are ready to buy your tickets click the ‘Buy Tickets’ button under the artist or event image at the top of page to continue with your purchase.

To select a section and price follow the next steps:

Choose the event date, if there’s more than one performance available.

Select from the drop box the ‘Price Level’ and then enter the quantity of tickets.

If the event has more than one price and section, you may choose the option 'Best available' (this option will let the system automatically assign the best section available for you regardless of price).

If you want to select a specific section or ticket price, enter the quantity of tickets and then select the desired section and/or price displayed on the interactive map (if the interactive map is available for your event).

Click ‘Add to Cart’ button.

Enter the word displayed on the Captcha as you see it, then click ‘Continue’.

Wait until our system finds the best available seats that match your criteria. If you are satisfied with the selection, choose the ‘Delivery Method’ from the drop box and then the ‘Checkout’ button.

If you want to purchase tickets for an additional event just click ‘Continue Shopping’ under the ‘Checkout’ button and select the additional event. Then follow steps 1 to 7.

During the ‘Checkout’ process you need to SIGN IN or CREATE a New Account to complete your order.

How can I verify my order status?

If you want to verify the status of a specific order or see a summary of all the orders you have placed, you must SIGN IN using the link located in the upper part of any Ticketpop.com page and then access the ‘My Account’ area.

If you bought the tickets directly through www.ticketpop.com or if you provided an e-mail address when you bought your tickets by phone, you will receive a copy of the confirmation by e-mail.

If you are registered in www.ticketpop.com, you may confirm your order at any time. Just 'SIGN IN' to your account and click ‘View My Order History’.

If there is any problem with the order confirmation, it is your responsibility to call our Customer Service at (787) 294-0001 or free of charge 1-866-994-0001, then press #5. Leave your contact information and a Service Representative will contact you.

Are Virtual Money cards and Gift cards accepted?

VIRTUAL MONEY CARDS AND GIFT CARDS ARE NOT ACCEPTED. If you use this method of payment and your transaction is processed by ticketpop® you will not be able to pick up your tickets. Our pick up policy requires that you present the credit or debit card used to purchase the ticket (and a valid photo ID as well).

Why is there a maximum ticket purchase limit?

In order to provide ticket access to as many people as possible, the venue or artist/event management may impose a maximum ticket limit per customer. Also the type of event or the anticipated demand for tickets may affect tickets limits. Purchasing more than the maximum purchase limit for tickets will cancel your current transaction.

Why does Ticketpop have a time limit during the purchase process?

Due to the high demand on tickets when an event goes on sale, we often implement a time limit on our site during the purchase process. The ticketing process is a 'live' inventory process, meaning that when customers order tickets via the Internet, the selected tickets for purchase are removed from the 'live' inventory until the transaction is either completed or canceled. If the time limit is exceeded during this process, the selected tickets will be released for others to purchase.

By registering your personal and billing information at Ticketpop.com in advance, you can speed up the ticket purchasing process for the future.

Where to Buy and Pick Up

Where can I buy tickets? What methods of payments can be used to purchase tickets?

You can buy your tickets through the Internet, by telephone or in person at an Outlet.

Internet: To order and pay for tickets through the Internet, you may use a Visa, MasterCard, American Express or Discover. We do not accept debit cards, Virtual Money cards nor Gift cards as a payment method through Internet.

By telephone: To order and pay for tickets over the telephone, you may use your Visa, MasterCard, American Express or Discover. We do not accept debit cards, Virtual Money cards nor Gift cards as a payment method through the telephone. Our contact number is 787-294-0001 or free of charge 1-866-994-0001.

In person: to order and pay for tickets in person, you may use a Visa, MasterCard, American Express, Discover, a debit card from any banking institution, or you may pay in cash. Virtual Money cards and Gift cards will not be accepted as a payment method. For a list of Outlets and hours of operation,click here.

NOTE: Method of payment may vary by event depending on conditions established by the event’s production team.

Where are Ticketpop Outlets located?

To purchase tickets in person or pick-up tickets purchased through the Internet or telephone, you may visit any one of our Outlets conveniently located at the Money Center counters at all WALMART stores and the Service Desks at participant AMIGO supermarkets. For a list of Outlets and hours of operation, click here.

What do I do if I receive an error while purchasing or do not receive an order confirmation through email?

After submitting your ticket order online you should receive an order confirmation, in the form of a confirmation page or e-mail. If you do not receive this confirmation after submitting payment information, or if you see an error message or experience a service interruption after submitting your order, it is your responsibility to contact Ticketpop to confirm that your order has been placed. Contact us at (787) 294-0001 or free of charge 1-866-994-0001, then press #5. Leave your contact information and a Service Representative will contact you.

I need wheelchair seating. How do I buy tickets?

If the event is in Centro de Bellas Artes of Santurce, you can only buy your ticket at the box office of Centro de Bellas Artes to ensure that they can accommodate the wheelchair.

For ALL other events you can buy them at any Ticketpop outlet, and in the case of events at the Coliseo de Puerto Rico you can ALSO buy your tickets at the Coliseo de Puerto Rico Box Office.

In order to receive the handicap discount tickets must be purchased in person presenting the ID issued by the Department of Health of Puerto Rico certifying disability. The parking carnet is not valid for this discount. Only one (1) discount per person per ticket. These discounts apply only to events held at the facilities of the municipalities, agencies, departments, dependencies, political subdivisions and any other instrumentality of the Commonwealth of Puerto Rico. As with all other tickets, exchanges or refunds for tickets with discounts are not available.

If you need to purchase a ticket for a person with mobility disabilities or who require the use of accessible features and waived his right to obtain the discount by law for disable person it can be purchased through our website using the link Accessible Seating or contact our Call Center. The day of the event may be require to present the disability ID issued by the Department of Health. Once you purchased the ticket by Internet or telephone no exchanges or refunds are not available.

Where I can buy tickets for a group?

For some events Group Sales may be available. If you are interested on buying tickets for a group, please fill our Group Ticket Request Form and a Service Representative will contact you during working hours.

Minimum group order is generally 10 to 20 depending on the event’s venue and demand. Not all events have Group Sales option. If available for your event, spaces are limited, and tickets are sold on a first-come, first-serve basis.

Refunds, Exchanges & Discounts

Can I change my ticket seat after I complete my order?

NO REFUNDS OR EXCHANGES are permitted. All purchases are final once the transaction is completed. Refund and exchange policies are set by the promoters and venues. These policies prohibitTicketpop from exchanging a ticket seat once the ticket is processed. Before purchasing your tickets, carefully review the event, date, time and seats. Please verify that your tickets are correct before leaving the counter. All sales are final.

I changed my mind, I do not want my ticket anymore or I do not want to go to the event, can I claim a refund?

NO REIMBURSEMENTS OR CHANGES ARE PERMITTED. All purchases are final once the transaction is completed. The refund and exchange policies are established by the promoters and the locations of the event. These policies prohibit Ticketpop from issuing a refund once the ticket has been processed. All sales are final.

What is the Senior Citizen and Handicapped law?

If the event will take place at a venue owned or operated by the Commonwealth of Puerto Rico, (i) a minimum of 5% of the total tickets on sale will be reserved for each function, available until 72 hours before the event, to be sold at a 50% discount of the regular price to persons who are 65 years or older; and (ii) disabled persons will be granted a 50% discount on the regular price of the ticket. These discounts are subject to applicable laws and regulations, must be purchased in person, and require the presentation of (i) a Valid ID (defined above) that includes date of birth, in the case of persons who are 65 years or older; or (ii) the disability ID issued by the Department of Health of Puerto Rico that certifies the disability, in the case of persons with disabilities. Tickets purchased with these discounts will contain special markings, and persons seeking admission with such tickets may be required to show the Valid ID or disability ID at the time of admission to the event. DISCOUNTS APPLY ONLY TO THE FACE VALUE OF THE TICKET AND NOT TO ANY SERVICE CHARGES AND APPLICABLE SALES TAX (IVU).

Important:

The above discounts cannot be honored through the Internet or by telephone, but must be obtained personally through the Ticketpop Outlets.

If the event is in Centro de Bellas Artes of Santurce, you can only buy your ticket at the box office of Centro de Bellas Artes to honor the Senior 65+ discount (people over 65).

The above discounts do NOT APPLY to service charges or sales tax (IVU), and are only available for events that take place in government facilities as stipulated by law.

As with all other tickets, exchanges or refunds for tickets with discounts are not available.

Only one (1) discount per person per ticket per event will be granted.

If the event is suspended or cancelled only the actual amount of the FACE VALUE plus applicable sales tax will be refunded. Service charges and applicable sales tax will not be refunded in the event of suspended or cancelled events.

If you need to purchase a ticket for a person with mobility disabilities or who require the use of accessible features and waived his right to obtain the discount by law for disable person it can be purchased through our website using the link Accessible Seating or contact our Call Center. The day of the event may be require to present the disability ID issued by the Department of Health. Once you purchased the ticket by Internet or telephone no exchanges or refunds are not available.

Cancellations or Postponed Events

What should I do if my event is cancelled or postponed?

If an event is cancelled or postponed, the customer will be contacted or notified via any information media (Internet, radio, television etc.) for special instructions given by the event organizers about the refund process, if any. The decision about whether or not to issue a refund or an exchange is at the discretion of the promoter or venue. In order to receive a refund or an exchange that may be offered, you must comply with the instructions or deadlines set by the promoter or venue where the event was to be held.

Ticketpop will not refund Service Charges or Additional Charges or any applicable sales tax, as these charges cover the services provided by Ticketpop during the processing of your transaction. All refunds will be issued using the original Method of Payment at the time of purchase.

Cancelled Events

To receive a refund for a ticket to an event that has been CANCELLED contact us at (787) 294-0001 or free of charge 1-866-994-0001, then press #5. Leave your contact information and a Service Representative will contact you for a refund.

If the event was an event of the COLISEO DE PUERTO RICO, you can also claim your refund at their Box Office from Monday to Friday from 10am to 6pm.

Service Charges, Handling and/or Delivery Fees are not refundable - even if the event is cancelled or suspended.

Postponed Events

To receive a refund for a ticket to an event that has been POSTPONED, please follow instructions below depending of your case:

If you HAVE NOT PICKED UP your tickets:
Contact us at (787) 294-0001 or free of charge 1-866-994-0001, then press #5. Leave your contact information and a Service Representative will contact you for a refund.

If you HAVE ALREADY PICKED UP or PRINTED your tickets:
Bring all your printed tickets to one of our Outlets. The Service Representative will receive the tickets and fill out a REFUND FORM. The Representative will give you a COPY of the form for your reference. Our Central Office will contact you to confirm the receiving of your claim as soon as we receive it at our offices.

If you paid for your tickets in CASH for an event of the COLISEO DE PUERTO RICO:
Bring all your printed tickets to the Coliseo de Puerto Rico Box Office Monday through Friday from 10am to 6pm in order to process your refund.

You need to show to the Box Office Representative:

ALL your printed tickets.

A valid photo ID issued by the government (Commonwealth of Puerto Rico or United States) - or your passport (a valid ID must be issued by a government agency and include a photo and signature).

Your Ticketpop Client Number.

To authorize a person to represent you, this representative must present an authorization letter signed by you, a copy of your valid photo ID and must also present a valid photo ID in order to properly identify the representative as the person designated by you to represent you.

NOTE: Some restrictions may apply. Service Charges and Additional Charges (including any applicable sales tax) are not refundable - even if the event is cancelled or postponed.

The event was cancelled. Why won’t they refund me the Service Charges?

Ticketpop does not produce the events, but instead only provides ticket processing and ticket sales services to the promoter of the event or the owner of the venue where the event will be held. The promoter or venue may postpone or cancel en event in their sole discretion, and are by law required to refund the face value of the ticket and any applicable sales tax. If tickets are successfully purchased through the Ticketpop system, then Ticketpop has provided the service for which the promoter or venue contracted Ticketpop. EVERTEC charges the Service Charges and Additional Charges to cover expenses (network, computer and communications infrastructure, equipment, employees, etc.) it incurs while providing the ticketing processing, handling and related services. For this reason, Services Charges and Additional Charges are non-refundable even if the event is cancelled or postponed.

Generally, refund and exchange policies are set by the promoters and venues. These policies prohibit Ticketpop from issuing exchanges or refunds after a purchased ticket has been lost, stolen, damaged or destroyed.

However, in the case of lost or stolen tickets where the SEATS ARE NUMBERED, you should file a police report and then contact us at (787) 294-0001 or free of charge 1-866-994-0001, then press #4. Upon notifying us of the situation you must leave your contact information. When a Service Representative contacts you, please provide the police Claim Number. After we confirm the customer information within our system record, we will provide admission instructions to follow on the day of the event at the Box Office.

In the case of lost or stolen tickets to a GENERAL ADMISSION event and/or an event where seats are NOT NUMBERED we CANNOT provide replacement tickets or otherwise grant you admission to the event.

If the tickets were somehow damaged, you should go to the corresponding venue Box Office with a valid photo ID, the credit card used to purchase the tickets and the damaged tickets. After we confirm your information within our system, we will reprint the tickets. If the tickets were destroyed, the customer should file a police report as if the tickets were lost.

If you lose or do not remember where you saved your [email protected] ticket just log in to the email account you used to purchase the tickets. Find the message in which we send the document with the tickets and re print them.

If you cannot find the message you received when you made your purchase, call Customer Service at(787) 294-0001 or free of charge 1-866-994-0001, then press option #4. Leave your contact information and a Service Representative will contact you.

What should I do if I misplaced a Mobile Ticket?

If you lose or do not remember where you saved your Mobile Ticket, log in to the email account you used to purchase the tickets. Find the email in which we send the file with the tickets.

If you cannot find the message you received when you made your purchase, call Customer Service at 787-294-0001 or free of charge 1-866-994-0001, then press option #4. Enter your phone number and a Service Representative will contact you.

Ticket Prices, Charges and Processing Fees

Are my tickets subject to services charges?

Tickets purchased through the ticketpop® service are subject to service charges per ticket and handling fees per order (collectively referred to as "Service Charges"). We will charge you the handling fee if you purchase your tickets through our call center, www.ticketpop.com, and the authorized outlets. All Service Charges will be itemized in the purchase confirmation.

When you purchase tickets you may also be charged a promoter fee to cover costs incurred by the promoter as a result of the nature and complexity of the event (the "PRMTR Fee"). There are also additional and optional services, which involve additional charges, such as delivery [email protected] andMobile Tickets tickets (collectively referred to as "Additional Charges").

The ticket price, Service Charges, Promoter Fee and Additional Charges do not include sales tax (IVU), which will be applied when you complete your purchase and will also be itemized on the sales receipt.

IN NO EVENT WILL THE SERVICE CHARGES AND ADDITIONAL CHARGES BE REFUNDED (NOR THE APPLICABLE SALES TAX), EVEN IF THE EVENT HAS BEEN CANCELLED OR POSTPONED. ONLY THE TICKET PRICE AND PRMTR FEE WILL BE REFUNDED (PLUS APPLICABLE SALES TAX).

Face Value of a Ticket: The face value of a ticket is decided by the promoter, venue, or artist.Ticketpop does not determine the face value of tickets.

Facility Charge or Club seat fee: Theses charges vary for each venue and may not apply in certain venues. These charges are determined by the venue. Ticketpop does not establish these charges.

Service Charges: Service charges cover processing of the ticket and will be charged to you on a per-ticket basis. The service charge covers the cost of providing you with several modes for acquiring tickets. This charge varies depending upon where you purchase the tickets. Service charge is applied when you purchase from Ticketpop.com (Internet), Call Center, or at our Outlets, and may vary depending upon Ticketpop's contractual agreements with its Venue, Promoter and Outlet partners.

Handling Fees: Handling Fees cover services for handling the ticket order and will be charged to you on a per-order basis. Handling fees may vary depending on where you place your ticket order (Call Center, www.ticketpop.com, and the authorized outlets). No handling fees will apply for purchases made at the event’s Box Office. Both the Venue or Promoter and Ticketpop establish the Handling fees for each event.

Taxes: State and City taxes apply to the face value of the ticket as well as any Service Charges or Additional Charges.

Who determines the tickets prices and quantity of tickets (seats) available for sale through Ticketpop?

Ticketpop sells tickets on behalf of third parties, promoters, groups and facilities, which means thatTicketpop does not set the prices nor determine the availability of seats.

The quantity of tickets available for purchase through Ticketpop may vary because, in some cases, tickets can be reserved by the promoter or venue, or have been pre-sold to the artist’s official fan club or to season-ticket holders.

Tickets sold through www.ticketpop.com, the Call Center and Outlets access the same ticket and inventory system. Therefore, the availability of tickets may run out fast and availability of the best seats may constantly change as the tickets are simultaneously sold through ALL our sales channels.

The number of available seats may be modified by the promoter or venue, in its sole discretion at any time. If an event is not selling well, the promoter or venue may eliminate unsold seats from the ticket inventory or reduce prices. In this same regard, the promoter or venue may add more seats to the ticket inventory by opening up new sections or changing the venue. Ticketpop does not make these decisions and only follows the new instructions of the promoter or venue by configuring the changes within the Ticketpop system.

What is the age limit to qualify as a child that does not require a ticket for an event?

To determine if you will be required to purchase a ticket for your child, you must consult the event details by clicking ‘More Info’, and then locating the ‘Age Restrictions’ icon. Events specially designed for children may require all children to have a ticket for admission. Please contact the Customer Support Department at (787) 294-0001 or free of charge 1-866-994-0001 (then press #5), if you are unable to determine if your child requires a ticket for a particular event.

As part of Coliseo de Puerto Rico regulations and for your safety, all minors under 16 years old must be in the company of an adult at all times during events at this venue. This rule applies to all events taking place in the Coliseo de Puerto Rico.

Events, Ticket Types & Announcements

What is a CLUB SEAT in the Coliseo de Puerto Rico and why are not available when an event goes on sale for the first time?

The Coliseo de Puerto Rico offers over 1,000 exclusive seats located in the Main Level in sections 113, 114 and 115 (known as CLUB SEATS sections). These sections are available to rent for an annual membership as part of their VIP Program.

This VIP Programme includes the following benefits:

Guaranteed tickets and available before the general sale of each event;

direct access to the Chivas VIP Lounge;

exclusive parking for each event;

VIP treatment, personalized service and more.

For more information on how to purchase this VIP membership, you should contact the Guest Service and Marketing Department of the Coliseo de Puerto Rico.

CLUB SEATS Sale to General Public

Seats for Club Seat sections will go on sale to the general public according to the following:

once all the owners who pay annual membership have been contacted by the staff of the Coliseo;

the seats to be release for sale are the ones that were not acquired by the participants of the VIP Program;

the date to start the sale of the available seats in this sections is determined by the Coliseo. This may take up to two weeks after starting the sale of tickets for an event;

the seats available may vary by event;

the additional cost per ticket is $ 5.00 (not including IVU);

the seats are padded with cup holder and waiter service.

What does General Admission mean?

'General Admission' refers to areas that do not have assigned or reserved seats, and are occupied in order by the arrival of ticket holders to the venue. For General Admission, there may - or may not - be seats of any kind available, and the distribution of seats may vary for each event. Ticketpop does not control the seating charts for events and cannot guarantee seating for any event that is sold as General Admission.

What does Limited View means?

'Limited View' refers to areas where a hand rail, hanging object, stage speaker, production camera, or a similar object could partially obstruct your view of the stage. Also if the section is at the side of the stage you will have a limited view (side view) due to the position of the stage with that section.

How can I buy a backstage pass through Ticketpop?

As a general rule, backstage passes are not available through Ticketpop, but must be acquired through the promoter staff members working the event. Occasionally backstage passes may also be obtained as part of special promotions on radio stations coordinated by the promoter of the event.

Ticketpop is not allowed to give any information on upcoming events until we receive authorization to do so from the promoter or the venue. Sometimes, this authorization takes place after the media has already begun advertising the event. To protect the consumer from being misinformed, the venue or promoters choose to wait until all terms about the event are finalized before allowing us to release such information.

Who is responsible for an event?

Ticketpop is not responsible for the production of events or for any unexpected circumstance that may happen in them. In most cases the promoter or venue owner are responsible for the event including any change in dates or venues or event suspensions or cancellations.

Why is there a better ticket/seat available after I choose my ticket?

Tickets are placed on hold while a customer decides to purchase them or not, regardless of the sales channel being used for purchase. No one else can view or purchase tickets place on hold during this period. If the original customer decides not to purchase the tickets, they will be released back into the ticket inventory and become available again for purchase.

Why are there tickets available now that weren’t on sale before?

The venue or promoter may release more tickets for Ticketpop to sell as the event date approaches. This can happen for several reasons:

Tickets that were held by the artist or promoter when the event went on sale may no longer be needed by them and released back into the ticket inventory.

The venue has a better idea about which seats will be obstructed once the stage or event area is set up. Occasionally, these obstructed view seats may become available for sale after the event goes on sale.

Customers attempt to buy tickets but their credit cards are declined. If these customers cannot be reached to secure a valid credit card or billing address, Ticketpop reserves the right to cancel their order and release the tickets for sale.

If a customer does not follow Ticketpop's Terms of Use or exceeds the published Ticket Quantity Limit, the tickets may be released for resale.

Why can’t I see any information on an Opening Act for my event?

Some events may feature opening acts or guests. Ticketpop may not be aware, or have any details, of such acts or guests which are always subject to change or cancellation at any time without notice.

Box Office According to Venue or Ticket Type

Centro de Bellas Artes, Santurce

There will be no Ticketpop Box Office service at this location. You must pick-up your tickets before arriving to the event. You can pick up your tickets at our Outlets at WALMART and participantAMIGO supermarkets.

Remember that Children under 3 years old are not allowed at Centro de Bellas Artes, even if the show is for children.

Tickets with ASSIGNED SEATS

You can pick up your tickets at our Outlets at WALMART and participant AMIGO supermarkets.

Also, you can pick up your tickets at the Box Office of the venue (or our Motorpop) if your event have this service available. You may need to consult the event details by clicking ‘More Info’. Please contact the Customer Support Department at (787) 294-0001 or free of charge 1-866-994-0001, press #5 if you are unable to determine if your event has Box Office services.

NOTE: Tickets will only be released to the owner of the credit or debit card used to purchase the tickets. Tickets will not be released if the name on the ID does not match the name on the credit or debit card, or if the photo on the ID does not match the person asking for the tickets. Tickets CANNOT be picked up by a third party.

GENERAL Admission or tickets WITHOUT assigned seats

You can pick up these types of tickets at our Outlets, or the day of the event at the Box Office (or our Motorpop), if your event has this service available. You may need to consult the event details by clicking 'More Info' to determine if your event has Box Office services.

Tickets purchased using this service will NOT be available for pick up or print at the Box Office or Outlets. If you lose or do not remember where you saved your [email protected] ticket log in to the email account you used to purchase the tickets. Find the message in which we send the document with the tickets and re print them.

If you cannot find the message you received when you made your purchase, call Customer Service at 787-294-0001 or free of charge 1-866-994-0001, then press option #5. Leave your contact information and a Service Representative will contact you.

Mobile Tickets

Tickets purchased using this service CAN NOT BE PRINTED nor will be available for pick up at the box office or Outlets. If you lose or do not remember where you saved your Mobile Ticket, log in to the email account you used to purchase the tickets. Find the email in which we send the file with the tickets.

If you cannot find the message you received when you made your purchase, call Customer Service at 787-294-0001 or free of charge 1-866-994-0001, then press option #4. Enter your phone number and a Service Representative will contact you.